IT Help Desk Scenario 8

[Ben Jenkins]

HI gurus,
Hope you can help me out on this one.

Customer has an IT Help Desk Hunt Group. They want all help desk calls to come through that Hunt Group and do not want their employees to be able to call the individual members of the IT staff directly.

That's pretty straightforward - just set CfdAll for Internal Calls only with a target of the IT Help Desk hunt group.

The tricky part is that they still want the IT staff to be able to call each other directly, along with the IT manager and a few other select VIPs.

Any guidance on how to accomplish this would be greatly appreciated!
Thanks!

 

[telecomtekperson]

Never tried DND exceptions for Hunt Groups...but you could build an Exception list, and have the stations stay in DND..

 

[derfloh]

I don't think that a user in DND sum get hunt group cams presented.



IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

 

[budbyrd]

Give them an extra digit in their extension and remove them from the directory.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[Ben Jenkins]

Per documentation, "Calls to a hunt group of which the user is a member do not use the Do Not Disturb
Exceptions list."

budbyrd - thought about the extra digit approach and using short codes to route calls to the first four digits of their extensions to the IT Help Desk hunt group. Unfortunately, I can't hide them from the directory due to Avaya Call Reporting. The IT Manager wants reports on how many calls the IT Help Desk is handling.

Further complicating matters is that they are now heavy Avaya Workplace users. So I think even with the extra digit and short codes, if someone clicks on an individual member of the IT Help Desk from the Workplace client and clicks Call, digits are sent enbloc and the short codes are bypassed.

 

[budbyrd]

At that point then it is an HR issue. 'Don't do this if like getting a pay check.'

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[Ben Jenkins]

I did figure out a way to accomplish this.

For all the members of the IT Help Desk, I turned on Announcements. I set the first Announcement to 0 sec and disabled the second Announcement and Repeat Announcements.

Then in VMPro for each IT Help Desk User, I added a Queued Start Point. The Module uses Variable Routing to first check if $CALLED = the extension of the IT Help Desk hunt group. If it does, exit, allowing call processing to continue.
If it doesn't, check to see if the $CLI matches the extension of any of the IT staff. If it does, exit, allowing call processing to continue. If it doesn't, then transfer the caller to a dummy user that forwards to a short code Voicemail Node that plays an announcement instructing the callers to hang up and dial the IT Help Desk group, then Disconnects.

This "blocks" all non-IT staff members from calling IT staff directly. It also allows IT staff to call each other directly. The only tricky part is that IT staff cannot transfer non-IT calllers to other IT staff members. The workaround in that scenario is to use ad-hoc conferencing. IT staff calls another IT staff, conferences in the non-IT caller, then drops out of the conference.

 

[snowman50]

I was going to say that...... ..lol

My head hurts thinking about it.

Star for your out of the box thinking.

 

[Nortel4Ever]

You could never do that with Avaya Cloud Office!!!

 

[Westi]

ACO has the features of embedded + dialing extensions from any menu.
That is not a great feature set for a voicemail but compared to VmPro most voicemails fall short anyways.

We had 2 customers that made us revert to PoweredBy after teh cutover to ACO for the weirdest stuff.

Message light for group messages on multiple users - No go with ACO - Really?


Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019